Deploying e-learning frameworks must also include embedded measures. Organizational value from CRM e-learning investments can be determined only by how well these measures identify improvements in specific key performance indicators (e.g., employee retention, productivity improvements, customer satisfaction) in areas of business process and customer/partner/supplier relationships (e.g., lifetime value).

Assessment models to incorporate when evaluating CRM-focused e-learning include the following:

• Productivity measures, such as ROI assessment comparing the cost of e-learning to classroom training over a period of time, as well as eventual cost savings through the automation of management and assessment processes.
• Reduction of baseline costs in delivering just-in-time training that monitors time-to-transformation, tracked by metrics indicating how quickly a new product is sold in a certain time frame after the sales force or call center agents utilize e-learning.
• Time-to-learn metrics that assess how long it took for employees or channel partners to train, retain, and improve on competency levels.
• Qualitative measures of an employee's service experience in the short term, the customer's reaction to the technology, and an ROI analysis of the long-term payoff.
• Competitive differentiation ROI, tracked by metrics monitoring a decrease in customer switching costs and improving customer loyalty.

Source: Meta Group

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